Office Manager/Clinical Administrator

Bellevue, WA
Full Time
Manager/Supervisor
Job Summary: Office Manager/Clinical Administrator
The expectation of a Practice Manager (PM) is of one who aspires to greatness.  They are the backbone of the practice.  The PM has a demanding and visible position requiring a broad range of experience and expertise.  They must demonstrate strong knowledge of office management and operations, the aesthetics industry and the ability to assist in the development and execution of the business plan, growth strategy and leading teams.  Team oriented leader who can partner with you in focusing the energy of the practice toward success.  Someone who is dynamic, energetic, with a strong desire for personal achievement as well as the ability to lead, coach, teamwork and morale.


Duties and Responsibilities:
Day-to-day operational, marketing and financial functions ensuring that daily systems are in place and operating effectively to provide excellent patient care, superior service, and optimal practice productivity and profitability.  The role is an executive level business position responsible for all aspects of the practice and day-to-day operations.
 
  1. Patient Service:
  1. Manages the patient experience ensuring it is perfected (company culture as it applies to phones, greeting, patient conversions, wait times, consultation, coffee/water, educational material, loyalty and promotional programs, not limited to).
  2. Knowledge of all products and services and ensuring the staff is educated and is communicating this information to the patients. Coaching to developing the value of treatment plans.
  3. Makes sure that patients understand the value of the services, how this benefits them and everything that the business offer.  The WHY, unique value proposition.
  4. Handles all patient complaints and makes appropriate decisions to remedy without compromising the integrity of the practice. 
  5. Tracks patients throughout their time in the practice to help maximize experience and sales


 
  1. Operations & Finance
  1. Designs and implement policies and procedures
  2. Prepares annual budget, liaison with accountant/business manager
  3. Prepares a review and analysis of monthly financial statements against business & sales plan
  4. Cost reduction
  5. Trends payment amounts and identifies areas of opportunity
  6. Reviews bills for accuracy
  7. Ensures staff is scheduled appropriately to balance between patient care and personnel costs
  8. Ensures patients are scheduled appropriately to provide high-level care, minimal wait times, and high profitability
  9. Conducts through inventory audits to always have an accurate on hand count without having excess product / supplies
  10. Working with the Medical lead to ensure service and safety standards
  11. Maintains all maintenance and safety logs
  12. Is the ambassador for the practice in the community by attending local events and creating strategic partnerships
  13. Digital marketing growth strategies and implementing those inhouse strategies: in person, at events or online ( facebook/social media/instagram or more)
 
  1. Personnel Management/HR
  1. Manages all staff and work with multiple physicians, providers and behaviors
  2. Ensures staff has the tools and training needed to be successful
  3. Ensures new hires properly trained and onboarded consistently
  4. Conducts daily huddles: communication is key to success.
  5. Coordinates weekly staff meetings based on data and facts.  What is working and what is not?  What changes are designed for optimal growth of the practice as well as staff knowledge and skills?
  6. Responsible for recruiting, hiring, firing
  7. Supervision including salary review and performance appraisals
  8. Is the cheerleader for the practice always keeping the moral up and moving in a positive direction
  9. Communicates daily ,weekly, monthly goals and coaches employees through the process
  10. Maintain low employee turnover to maximize consistency in the practice

  1. Office Management:
  1. Works closely with owner to analyze business metrics and make changes accordingly.
  2. Works closely with outside consultants as needed
  3. Develops and maintains core relationships with vendors, sales reps to ensure success with products/services/technology and utilizing all savings available
  4. Leads process improvement initiatives and makes sure changes are implemented and executed timely
  5. Payment and collections
  6. Ensure physical premises and codes are being followed: cleaning, utilities, all bills and computers/phones and other core items are functioning properly
  7. building maintenance and coordination with vendors



Position Requirements:
  • Must have the ability to understand the goals of the practice and work to create the plan of action to obtain the goals independently and with the physicians
  • Must stay current with market trends that may impact the business, laws, products and services
  • Professional attire a must.
  • Experience and attitude with the ability to relate well with patients, physicians, employees and other professionals
  • Strong business acumen
  • Ability to adapt and work in fast paced environment – solutions oriented
  • Versatility and strong communication skills
  • Dedicated to the vision and practice goals
  • Must have the ability to remain calm and exhibit tact in stressful and/or delicate situations
  • Must have the ability to handle confidential issues


A PM must demonstrate the following traits:
  1. Industry Knowledge – fulfilling the responsibilities of a PM requires clear understanding of the aesthetic industry, including technology, analytics, fees and finances, AR/AP, reports, retail sales, marketing and customer service.
  2. Loyalty – The PM must always act in the best interest of the company and the company goals.  If he or she wants to be “one of the gang” supervisory responsibilities are compromised.
  3. Fairness – a successful leader has the ability to objectively handle uncomfortable situations, be that conflicts with employees or unhappy staff and be able to problem solve.
  4. Business Acumen – Solid understanding of profit and loss statements, existing systems and programs, financial policy, patient financing, sales, marketing, and great communication skills.
  5. Confidentiality – Scrupulously maintains the confidentiality required for financial, patient, and employee information.
  6. Honesty – The PM will set the standard and become a role model for the practice.  Open door policy.  Listens and leads by example.
  7. Professionalism – Professional appearance, business attire and matching behavior is key.  They are the face of the entire business: they should look and act the part.
  8. Empathy – Understanding that you are managing people and not just numbers being able to listen to what challenges they are facing and helping them overcome them will lead to employee retention which is key to growing any business.



Detailed Scope:
  • Create standards of care, standard of operating procedures, employee handbook, culture and mission, and all policies including but not limited to HR, employee onboarding and related documents, job descriptions, compliance documents and training. It is expected that I take existing documents from Dr. Tarbitt, APX, and other materials and adapt them to fit.
  • Establish scheduling protocols and scheduling flow for all services offered and adapt as needed to ensure excellent patient care and service are provided
  • Manage all aspects of clinic operations, including sales, customer service, employee management and administrative responsibilities so that they are in accordance with the standards, policies and procedures
  • Ensure monthly revenue goals are met and exceeded as set by management team
  • Devise sales tactics halfway through the week is sales are not being met, including social media posts, promotions, and any other applicable tactics to increase sales
  • Monitor clinic goals including but not limited to revenue, margins, practitioner sales, discounts, budgets, and new/return clients
  • Create supportive and positive environment to ensure high and long lasting employee retention
  • Create and carry out all employee training protocols, including training all new employees and ensuring current employees are meeting expectations
  • Demonstrate clinic leadership by actively being on the floor and developing employee techniques so they can build client loyalty and brand awareness through superior customer service, resulting in enhanced performance
  • Track and address all client feedback; report to management and share with impacted employees
  • Work harmoniously and professionally with co-workers and management; maintain discretion and confidentiality, including matters relating to clients, employees, and the company
  • Take initiative to improve systems, policies, and procedures to increase efficiency and level of service
  • Cultivate relationships with patients and the community
  • Set agenda and lead all daily team meetings, ensure outstanding tasks from said meetings are completed in efficient and timely manner
  • Schedule management of Dr.'s schedule and my schedule across Jane, Vagaro, and GLD/Patient Stream ensuring on daily basis (usually multiple times per day) that Jane/Vagaro schedule matches GLD/Patient Stream schedule to prevent double bookings
  • Ensure all staff, including myself, are fully educated on all services and products offered, sourcing educational material and scheduling additional training as needed
  • Manage and coordinate all marketing events including but not limited coordination of vendors, event schedule, event staffing, event supply and inventory prep, and anything else required for event
  • Participation in all events, whether during or outside clinic hours
  • Source marketing companies to assist with social media and email rollouts for marketing all events as well as local partners to do event collaborations
  • Manage all financial documents and responsibilities including but not limited to calculating payroll and commission, reporting payroll to accounting, ensuring IRA forms are completed monthly and transfers are carried through, ensure sufficient funds in Home Street account for expenses, run monthly reports to determine package split allocation to Nelly or Belma and ensure they are paid in a timely manner, profit and loss statement generation and management, monthly, quarterly, and annual budget and forecasting
  • Weekly marketing reports of Patient Pop and GLD/Patient to ensure paid marketing is bringing in quality leads and to track marketing metrics
  • Audit RingCentral on daily basis to ensure all patient questions and appointment requests via text messages, phone calls, and voicemails are answered
  • Complete all APX training: Sales 15 sections & minimum 15 hours; Finance 8 sections & minimum of 6 hours; Marketing 5 sections & minimum 5 hours; HR 5 sections & minimum 5 hours - ensure these trainings are transferred to above described tasks as applicable
  • Participate in tri-weekly APX meetings (1 hour in duration) and training sessions 30-60 minutes as scheduling by APX team
  • Inventory management of all supplies and medications, ordering as necessary and ensuring cost per unit is lowest possible across all procedures and multiple inventory platforms (Biote, Mckesson, Amazon, ect)
  • Assist in marketing company interviews and participate in all possible meetings
  • Jane to Vagaro Transition:
  • Re-create all consent forms in Vagaro by reviewing, editing, and updating all Jane consents (2-4 hours per consent)
  • Import all products, treatments, packages, etc from Jane/Square into Vagaro
  • Transfer all Square invoices to Vagaro
  • Update and import all new patients and patient appointments from Jane to Vagaro
  • Train staff on how to schedule, invoice, and complete transactions in Vagaro
  • Lead management of all GLD/Patient Stream leads with Patient Care Coordinator, ensuring that all patients who booked appointments have confirmed the appointment and completed the pre-payment, answering questions via text, and calling new leads if Patient Care Coordinator is unable to (we are getting 20-50 per week)
  • See all injection appointments - weight loss injections, wellness injections, and skinny shots - and any GLD/Patient Stream leads who schedule Monday or Wednesday from 1:00-5:00pm (5 patients max), which includes InBody analysis review, Hormone Intake review, and weight loss consult on weight loss programs vs. skinny shots
  • Room turnover, including cleaning the rooms, restocking, and setup for next appointment
  • Documenting all weight loss consults in EMR system
  • Ensure excellent customer care is given to every patient and instruct and/or assists Patient Care Coordinator with scheduling follow up appointments and completing patient check out
  • Assist in all hormone therapy procedures and ensure patient leaves with post procedure instructions and that checkout includes all recommended supplements
  • Manage all documentation associated with hormone procedures including DEA required documentation
  • Cover patient schedule and BodySite messaging when Dr.  is out of the office
  • Cover all Patient Care Coordinator responsibilities when Shaye is out



Education and Experience Requirements:
  • College degree required
  • 5 years’ experience in healthcare management, preferably running an aesthetic practice: medical spa, plastic surgery or cosmetic dermatology
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